What is your return & exchange policy?
All products ordered by you, the purchaser, are for your own personal and domestic use and are not for re-sale.
Under the Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your purchase within 14 days from the day after you receive your products. The only condition is, products must be in new, unaltered, undamaged and unused condition.
If you are returning your product because it is defective, please state the defect or defects. If the product is faulty, you can cancel your order at any time within 30 days of receipt. After 30 days, we’ll repair the product as long as it’s within the terms and conditions of our warranty.
If you have paid a deposit for items to be reserved and would like to cancel your order then the deposit in non-refundable. If you have asked us to make changes to an item or assemble on your behalf then the deposit paid in non-refundable.
The Customer is not entitled to any claims for defects if he/she has altered a product or hthe material defect already existed at the time of delivery;
No right of cancellation, refund or return exists under the Consumer Protection (Distance as had it changed by a third party, unless the Customer proves that Selling) Regulations 2000 once you have used your product, unless the product is defective and you are returning it for this reason.
If the original packaging surrounding the product has been damaged or destroyed, we will only issue a refund if the product is being returned due to a defect.
If the original packaging of a defective product has been damaged or destroyed, you, the purchaser, should ensure that the returned product is adequately packed for shipment back to us and must be accompanied by the purchase invoice.
Products that are sealed or shrink-wrapped and this is removed can only be returned if they are defective.
Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that
came with the product.
Unfortunately, we will be unable to issue a refund where the product is in an incomplete state.
You, the purchaser, are responsible for paying any postage or shipping costs incurred when returning the product. Original shipping cost is not refundable.
Return can be done once either a refund or an exchange. Items which do not qualify for returns, e.g. sale items, please do not request or return these as we will not honour such requests.
We will refund the purchase price of a returned product once the item has been returned to and checked by our specialist which can take up to 14 days of receiving the returned product.
Terra Lumen offers a 1 year warranty of our products (excluding light bulbs, sales and clearance items) from the date of receipt against defective parts, materials and/or manufacture.
The Customer may claim warranty on defects that result from mishandling in the shipping process, up to 2 working days after receiving an order. As a result, the Customer is advised to check and photograph all pieces ordered, upon their arrival.
A qualified and insured electrician MUST carry out installation of our products otherwise this guarantee is void.
If products have become compromised as a result of misuse then this warranty is
We cannot refund or exchange products that have been incorrectly fitted. We are not responsible for consequences of incorrectly fitted products.
Where a product has been made to measure or personalised for you, unless faulty, we're unable to refund or offer an exchange.
Accordingly, we do not accept liability for any indirect loss, consequential loss, loss of data, loss of income or profit, loss of damage to property and/or loss from claims of third parties arising out of the use of The Site or for any products or services purchased from Terra Lumen Ltd.
Our returns policy does not affect your legal and statutory consumer rights.
What is your return policy on sale/clearance items?
Clearance Items can only be returned or exchanged if electricity faulty. The items must be returned to us within 30 days of purchase.
Clearance Items will not have the 1 year policy applied to them but they will have warranties on per item basis.
Extended Warranties can be purchased at an additional price.